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Choice 1. Which of the following is NOT among the changes in the workplace? D A. Heightened global competition B. Flattened management hierarchies C. Innovative communication technologies D. Thriving in the age of knowledge 2. Of the following statements, which one is a fact instead of a common myth about writing on the job? B A. Because I’m in a technical field, I’ll work with numbers, not words. B. As an executive, I have to write my own email messages, memos, and letters. C. Computers can fix any of my writing mistakes. D. I can use form letters for most messages. 3. ____ describes the practice of an open office with unassigned desks. D A. Telecommuting B. Hot-desking C. Hot-bunking D. Hotelling 4. Some open offices are divided into small work cubicles, resulting in the need for new rules of office etiquette and civility, such as ____ . A A. respecting others’ periodic need for uninterrupted and focused work time B. knocking on the door to ask permission to enter C. talking to your colleagues face-to-face instead of on the telephone D. keeping the desk warm for its next occupant 5. Communication is the ____ of information and meaning from one individual or group to another. C A. transference B. transformation C. transmission D. transporting 6. In queuing the following contents marked with a, b, c, d and e, which of the sequences marked with A, B, C and D is the correct process to deliver a message? C a. Sender encodes idea in message b. Message travels over channel c. Sender has idea d. Feedback travels to sender e. Receiver decodes message A. a, c, b, d, e B. a, c, b, e, d C. c, a, b, e, d D. c, a, b, d, e 7. In the process of communication, the formation of idea will be influenced by complex factors surrounding the sender except ____ . B A. frame of reference B. noise C. physical makeup D. context 8. A major problem in communicating any message verbally is that words have different meanings for different people. Thus, ____ emerges as a common obstacle in the process of communication. A A. bypassing B. noise C. frame of reference D. distraction 9. Which of the following is NOT among the three basic functions of organizational 1 communication? C A. To inform B. To persuade C. To please D. To promote goodwill 10. Which of the following is the function of internal communication about communicating in organizations? D A. To clarify supplier specifications B. To answer inquiries C. To promote a positive image D. To coordinate activities 11. Which of the following is the advantage of written communication in an organization? D A. It minimizes misunderstanding. B. It promotes friendships. C. It requires careful preparation. D. It is convenient to deal with. 12. One obstacle that can impede the downward flow of information is ____ resulting from long lines of communication. B A. distrust B. distortion C. reprisal D. ego involvement 13. When employees obtain most of their company news from the ____ , it’s a pretty sure bet that management is not releasing sufficient information through formal channels. D A. upward flow B. downward flow C. horizontal flow D. grapevine 14. When people try to explain away unethical actions by justifying them with excuses, they are falling into the ____ trap. A A. rationalization B. self-deception C. ends-justify-the-means D. false necessity 15. Successful teams normally go through four predictable phases as identified by psychologist B.A. Tuckman. Which of the following is NOT among the four phases? C A. Forming B. Performing C. Reforming D. Norming 16. During ____ , members define their roles and responsibilities, decide how to reach their goals, and iron out the rules governing how they interact. B A. forming B. storming C. norming D. performing 17. Affective conflict aims not at issues but at ____ . D A. purposes and procedures B. techniques and skills C. functions and results D. feelings and personalities 18. The collective efforts to rationalize is a symptom of ____ . A A. groupthink B. cognitive conflict C. affective conflict D. storming 19. A successful team should ____ . D A. agree on purpose B. agree on procedures C. agree on shared leadership D. all of the above 20. Executives spend an average of ____ percent of their communication time listening. C 2 A. 40 to 50 B. 50 to 60 C. 60 to 70 D. 70 to 80 21. Which of the following is NOT among the physical barriers during the process of listening? A A. pseudolistening B. lag time C. hearing impairment D. speaker’s mannerisms 22. The conscious act of listening begins when you ____ . B A. consider all the information B. sense that the message is important C. be aware of your own biases D. avoid jumping to hasty conclusions 23. The nonverbal messages speak ____ the words uttered when the verbal and nonverbal codes contradict each other. B A. weaker than B. louder than C. the same as D. not relevant to 24. Sustained eye contact suggests ____ . C A. fear or stress B. intrusion or interruption C. trust or admiration D. intimidation or surrender 25. Nonverbal cues may have vastly different meanings in different ____ . C A. ages B. genders C. cultures D. social statuses 26. In addition to nonverbal messages transmitted by your body, three external elements convey information in the communication process: space, distance and ____ . A A. time B. territory C. appearance of business documents D. appearance of people 27. How we structure and use time tells observers about our ___ . C A. social and economic status B. education background C. personality and attitude D. nonverbal cues 28. While most speakers talk at about 150 words per minute, listeners can process oral communication at over 400 words per minute. This ____ reduces listening efficiency. B A. distraction B. lag time C. daydreaming D. inattention 29. Which of the following is NOT among the five characteristics of culture? A A. Culture is inherent. B. Culture is the basis of self-identity and community. C. Culture combines the visible and invisible. D. Culture is dynamic. 30. ____ people tend to be logical, analytical, and action oriented while ____ people are more likely to be intuitive and contemplative. D A. German, Scandinavian B. Greek, Chinese C. Japanese, German-Swiss D. North American, Arab 31. In terms of thinking patterns, high-context communicators may use ____ logic, circling around a topic indirectly and looking at it from many tangential or divergent viewpoints. B 3 A. linear B. spiral C. zigzag D. circular 32. Members of low-context cultures believe that initiative and self-assertion result in ____ . C A. competition and confrontation B. consensus and groupthink C. personal achievement D. individual decision making 33. ____ treat contracts as artistic exercises of what might be accomplished in an ideal world. They do not expect contracts to apply consistently in the real world. C A. Americans B. Germans C. Mexicans D. Arabians 34. ____ consider time a precious commodity to be conserved. They correlate time with productivity, efficiency and money. A A. North Americans B. South Americans C. Asians D. Arabians 35. The belief in the superiority of one’s own race is known as ____ , a natural attitude inherent in all cultures. D A. cultural shock B. cultural gap C. stereotype D. ethnocentrism 36. Which of the following methods can NOT help avoid ethnocentrism? B A. Practicing empathy B. Establishing stereotype C. Improving tolerance D. Learning new attitudes and behaviors through training 37. In queuing the following contents marked with a, b, c, and d, which of the sequences marked with A, B, C and D is the correct process in multicultural transformation? D a. Integration b. Minimization c. Defense d. adaptation A. c, d, a, b B. b, c, d, a C. c, d, b, a D. c, b, d, a 38. In achieving competence in multicultural communication, ____ among the three processes or attitudes are effective. B A. integration B. descriptiveness C. acceptance D. ethnorelativism 39. Companies that ____ will suffer fewer discrimination lawsuits, fewer union clashes, and less government regulatory action. D A. are from high-context cultures B. value time and individual workers C. can cope with multicultural ethics D. set aside time and resources to cultivate and capitalize on diversity 40. In order to improve communication among diverse workplace audiences, you and 4 your organization should ____ . C A. understand the value of differences B. learn about your cultural self C. tolerate bias and stereotypes D. build on similarities 41. In preparing business messages and oral presentation, you’ll find that your writing needs to ____ . D A. describe your feelings B. display your knowledge C. meet a minimum word count D. solve problems and convey information 42. The first phase of the 3×3 Writing Process for business messages and oral presentations involves ____ . B A. researching B. analyzing C. prewriting D. evaluating 43. The second phase of the 3×3 Writing Process for business messages and oral presentations involves ____ . C A. analyzing B. adapting C. composing D. evaluating 44. The third phase of the 3×3 Writing Process for business messages and oral presentations involves ____ . C A. analyzing B. adapting C. proofreading D. organizing 45. Paragraphs are generally composed of three kinds of sentences except ____ . C A. limiting sentence B. main sentence C. pivoting sentence D. supporting sentence 46. Paragraphs arranged in the ____ plan start with a limiting sentence that offers a contrasting or negative idea before delivering the main sentence. C A. coherent B. direct C. pivoting D. indirect 47. The ____ paragraph pattern is appropriate when delivering bad news or when persuasion is necessary. D A. coherent B. direct C. pivoting D. indirect Definition Communication Communication is the transmission of information and meaning from one individual or group to another. Its most critical factor is “transmission of meaning”. Frame of reference.(观念) One’s frame is formed by a combination of your experiences, education, culture, expectations, personality and many other elements, so it is totally different from everyone else’s. Thus it causes misunderstanding. 5 Distractions(分散注意力的事物). Noisy surroundings, a poor telephone connection, poor printing and spelling errors can interfere communication. Bypassing (理解错位) words have different meanings misunderstanding. for different people, which can cause Channel the medium over which the message is physically transmitted. Noise anything that interrupts the transmission of a message in the communication process. Grapevine Are based on social relationships in which individuals talk about work when they are having lunch, meeting at the water cooler, working out, golfing, or carpooling to work. Encode to convert the idea into words or gestures that will convey meaning. Decoding translating the message from its symbol form into meaning by listeners. Feedback the verbal and nonverbal responses of the receiver create feedback , a vital part of the communication process. Storming is one of the four phases of team development, where members define their roles and responsibilities, decide how to reach their goals, and iron out the rules governing how they interact. Cognitive conflict(认知冲突) centers on issues and is considered healthy and functional. Affective conflict(情感冲突) centers on feelings and personalities and is considered disruptive(分裂的). Groupthink means that team members agree without examining alternatives or considering contingency plans. lag time Most speakers talk at about 150 words per minutes, while listeners can process oral 6 communication at over 400 words per minutes. Thus it causes lag time. Perception The listening process begins when you hear sounds and concentrate on them. Interpretation (理解) Once you have focused your attention on a sound or message, you begin to interpret, or decode, it. Evaluation(评估) After interpreting the meaning of a message, you analyze its merit and draw conclusion. Action(行动) Responding to a message may involve storing the message in memory for future use, reacting with a physical response (a frown, a smile, a laugh), or supplying feedback to the speaker. Nonverbal communication includes all unwritten and unspoken messages, both intentional and unintentional. Time How we structure and use time tells observers about our personality and attitudes. Space How we arrange things in the space around us tells something about ourselves and our objectives. Territory Each of us has certain areas that we feel are our own territory. We all maintain zones of privacy in which we feel comfortable. Culture is defined as the complex system of values, traits, morals and customs shared by a society. ethnocentrism Ethnocentrism(民族优越感) is the belief in the superiority(优越) of one’s own race and is a natural attitude inherent(与生俱来)in all cultures. Ethnorelativism refers to an attitude that absolute standards of rightness and goodness cannot be applied to cultural behavior. Stereotype (成见) is an oversimplified behavior pattern applied uncritically to groups. 7 Gender-biased language is sometimes called sexist language, which give priority to the male, such as waiter/waitress, office girls, businessman, executives and their wives. Why should most language be “frontloaded”? P157 Because frontloading(开门见山) saves the reader’s time, sets a proper frame of mind, and prevents frustration. Spiral logic Circling around a topic indirectly and looking at it from many tangential or divergent viewpoints. Linear logic is a form of thinking pattern, which proceeds from Point A to Point B to Point C and finally arrive at a conclusion. pivoting plan starts with a limiting sentence that offers a contrasting or negative idea before delivering the main sentence and supporting sentences. Frontloading is a direct method to organize ideas into patterns with explanations and details put after a direct opening. Telecommute to work for a company at home using a computer connected to the main office Hotelling the practice of an open office with unassigned desks. Employees don’t have personal work spaces; they reserve a desk for the days or hours they will be in the office Hot-desking refers to a desk that’s still warm from its previous occupant Meltdown the collapse and breakdown of productivity caused by overwhelming information in the workplace Newsletter one or several sheets of printed news sent regularly to a particular group of people Groupware Groupware is a dazzling and growing collection of computer tools to facilitate meetings and decision making. Videoconferencing and teleconferencing 8 Videoconferencing generally refers to technologies primarily associated with viewing and teleconferencing refers to technologies primarily associated with speaking. Often the terms are used interchangeably. Essay Questions 1. Describe the five steps in the process of communication. P11 (1). Sender has idea. / idea formation (2). Sender encodes idea in message / message encoding (3). Message travels over channel / message transmission (4). Receiver decodes message / message decoding (5). Feedback travels to sender / feedback 2. What are the three main functions of organizational communication? (1)To inform (2)To persuade (3)To promote goodwill P15 3. Describe three directions in which communication flows within organizations and what barriers can obstruct each. P20 Three directions : (1). Downward flow. Its barriers are closed communication climate, top-heavy organization structure and long lines of communication. (2). Upward flow. Its barriers are lack of trust between management and employees, lack of communication skills and fear of reprisal(报复) for honest communication. (3) Horizontal flow. Its barriers are ego(自我) involvement, prejudice(偏见), and turf wars(争夺地盘). 4. Discuss five thinking traps that block ethical behavior. (1). The false necessity trap (2). The Doctrine-of-Relative-Filth trap (3). The rationalization trap (4). The self-deception trap (5). The ends-justify-the-means trap 5. What are the four phases in team development? (1). Forming(组合期) (2). Storming (冲突期) (3). Norming(融合期) (4). Performing (协作期) P25 P44 6. What is the difference between cognitive and affective conflict? P45 Cognitive conflict(认知冲突) centers on issues and is considered healthy and functional. 9 Affective conflict ( 情 感 冲 突 ) centers on feelings and personalities and is considered disruptive(分裂的). 7. How is culture like a computer? P84 Computer: human being; Operating system: culture; Hardware: human body; Programmer: society 8. What are the five significant (basic) characteristics of culture? (1). Culture is learned. (2). Cultures are inherently logical. (3). Culture is the basis of self-identity and community (4). Culture combines the visible and invisible. (5). Culture is dynamic. P85 9. What is ethnocentrism? P89 Ethnocentrism(民族优越感) is the belief in the superiority(优越) of one’s own race and is a natural attitude inherent(与生俱来)in all cultures. 10. Name three processes that are effective in achieving competence in dealing with nonverbal messages in other cultures. P94 (1). Descriptiveness; nonjudmentalism; supportiveness 11. Name three groups who benefit from workforce diversity(工作团队多样化) and explain why. P101 A diverse workforce benefits consumers, work teams and business organizations. To consumers: they can get specialized goods and services tailored to their needs because a diverse staff is better able to read trends. To work teams: members with different backgrounds may come up with more creative and effective problem-solving techniques. To business organizations: they will suffer fewer discrimination lawsuits, fewer union clashes, and less government regulatory action if they capitalize on diversity. 12. Describe the components in each stage of the 3*3 Writing process. Prewriting – analyze, anticipate, adapt Writing ---- research, organize, compose Revising--- revise, proofread, evaluate P121 13. What is gender-biased language? Give examples. P131 Gender-biased language is sometimes called sexist language, which give priority to the male, such as waiter/waitress, office girls, businessman, executives and 10 their wives. 14. What four information areas generate the most lawsuits? P135 (1). Investment information (2). Safety information (3). Marketing information (4). Human resources information 15. Why should most language be “frontloaded”? P157 Because frontloading(开门见山) saves the reader’s time, sets a proper frame of mind, and prevents frustration. 16. Name three ways to emphasize important ideas in sentences. P160 (1). Place an important idea at the beginning or end of a sentence (2). Emphasize an important idea to be sure that it acts as the subject in a sentence (3). Place the important idea in a short sentence 17. Describe three kinds of sentences used to develop ideas in paragraphs. P163 (1). Main sentence; Supporting sentence; Limiting sentence: may precede or follow the main sentence and opposes the primary idea by suggesting a negative or contrasting thought; 18. Describe three paragraph plans. Identify the uses for each. P163~164 (1).Direct paragraph plan. It is used when defining, classifying, illustrating or describing idea. (2). Pivoting paragraph plan. It is used when comparing and contrasting idea. (3). Indirect paragraph plan. It is used when delivering bad news or when persuasion is necessary. 11